Emotional management in a mass customised call centre: examining skill and knowledgeability in interactive service work

Jenkins, Sarah Louise ORCID: https://orcid.org/0000-0001-8754-1544, Delbridge, Rick ORCID: https://orcid.org/0000-0001-8451-265X and Roberts, Ashley James 2010. Emotional management in a mass customised call centre: examining skill and knowledgeability in interactive service work. Work Employment & Society 24 (3) , pp. 546-564. 10.1177/0950017010371665

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Abstract

Researchers have demonstrated the variety of interactive service sector work yet relatively little research has focused on the middle ground of ‘mass customised service work’. In particular, the complex character of emotional work in such workplaces remains under investigated. This article applies Bolton’s emotion management framework to a high-commitment mass customised call centre to extend understanding of the skills and content of such work. The findings show how workers produce ‘appropriate’ emotional displays informed by multiple influences beyond management prescription. The article documents the skilled emotional dexterity shown by such workers and elaborates Bolton’s framework in demonstrating the negotiated and interactive nature of emotion management. In so doing, it demonstrates the significance of heretofore largely unacknowledged skills in the work of mass customised service workers.

Item Type:	Article
Date Type:	Publication
Status:	Published
Schools:	Business (Including Economics)
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Uncontrolled Keywords:	Call centres ; Emotional management ; Interactive service work ; Knowledgeability ; Skill
Publisher:	Sage
ISSN:	0950-0170
Last Modified:	19 Oct 2022 08:32
URI:	https://orca.cardiff.ac.uk/id/eprint/18145

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